Lumen is the trusted network for AI. We're transforming how businesses connect, secure, and scale in an AI-driven world.
By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what's next.
At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We're looking for top-tier talent ready to take on the challenge. Join us in building the future.
The Role
As a Manager, Operations, you will accelerate how teams work by turning chat-first ideas into real, measurable outcomes. You will lead the ideation, scoping, and validation of conversational use cases (agents, copilots, virtual assistants), and drive the operational analysis behind digital work-surfacing bottlenecks, defining metrics, and scaling what works. You'll partner across Product, Operations, Security, Legal, and HR to ensure solutions are usable, compliant, and adopted.
Location
This is a work from home position within the U.S.
The Main Responsibilities
Chat Ideation & Use-Case Development
Run structured ideation (workshops, office hours, intake) to capture high-value chat use cases across business functions.
Translate ideas into clear user stories, success criteria, and risk/controls; create business cases with ROI, effort, and dependencies.
Rapidly proto@type chat/agent flows (prompts, intents, orchestrations) and lead pilot experiments; document reusable patterns and standards.
Establish a use-case backlog and governance: intake ? triage ? discovery ? pilot ? production; manage readiness checklists (security, privacy, data access)
Operational Analysis of Digital Work
Map end-to-end digital workflows; quantify cycle time, rework, handoffs, and adoption using telemetry, process mining, and operational data.
Build dashboards and operational scorecards (adoption, time saved, quality, compliance) to guide decisions and show value.
Identify automation opportunities and policy/role changes needed to unlock impact; partner to implement and measure improvements.
Change Management & Enablement
Create lightweight enablement (playbooks, prompt libraries, short demos) that make chat solutions stick.
Evangelize best practices; host "art of the possible" sessions and help teams become data guardians of their content for AI use.
Coordinate with Security/Legal on responsible AI standards, access controls, and data classification.
Stakeholder Partnership
Work closely with Operations leaders, Product owners, Engineering, Security, HR, and Finance to align roadmaps, budgets, and controls.
Provide executive-ready updates and evidence of impact; resolve blockers quickly and transparently.
People Culture and Leadership
Lead, coach, and develop a team to achieve individual and organizational goals
Set clear expectations, priorities, and performance standards aligned to business objectives
Conduct regular 1:1s, performance reviews, and development planning
Foster a culture of accountability, inclusion, and continuous improvement
Identify skill gaps and enable training, mentoring, and career growth opportunities
Monitor workload, capacity, and team health to ensure sustainable performance
Communicate strategy, changes, and decisions clearly and consistently
Recognize and reward strong performance and contributions
What We Look For in a Candidate
Minimum: Bachelor's Degree and 3+ years of related business operations management experience.
Strong discipline in maintaining a use-case backlog and governance process from intake ? triage ? discovery ? pilot ? production, including readiness across security, privacy, and data access.
Skilled at translating ideas into clear user stories with success criteria, risk/controls, ROI modeling, and dependency mapping.
Promotes a culture of accountability, inclusion, and continuous improvement.
Excellent collaboration and effective listening skills.
Strong attention to detail and superior organizational skills.
Proven ability to present information to various levels in organizations.
Understanding of project management.
Compensation
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
Location Based Pay Ranges
$105,786 - $141,047 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$111,074 - $148,099 in these states: CO HI MI MN NC NH NV OR RI
$116,364 - $155,152 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Learn more about Lumen's:
Benefits (https://jobs.lumen.com/global/en/benefits-statement)
Bonus Structure
LI-Remote
LI-MB1
Requisition #: 341340
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Privacy Notice
Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.
To review Lumen's Privacy Notice, please visit:
https://jobs.lumen.com/global/en/privacy-notice
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
